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SITXCOM003A
Dealing With Conflict Situations
LESSON PLAN
Revision
 Feelings when having conflict
 Conflict Outcomes
 Conflict Resolution Techniques
 Activity

HOW CONFLICT CAN MAKE US FEEL

Any of the stages of conflict give make us feel:
Uncomfortable and upset
 Angry
 Frustrated
 Stressed

HOW DO YOU RESOLVE CONFLICT
SITUATIONS?
If conflict arises, it is important that action be
taken that satisfies all parties.
 The quicker a problem is addressed, the quicker
it is likely to be resolved and there is increased
likelihood the conflict will not grow into a
potentially harmful situation.

CONFLICT OUTCOMES
Lose–lose
 Win–lose
 Win–win

CONFLICT OUTCOMES
Win Lose
Our Energy
Empathy
Focus
Orientation
Priority
Lose Win
Aimed at total victory or total defeat
My point of view only Your point of view
only
Reaching a solution
Personal, Conflict oriented
The immediate disagreement
Win - Win
Aimed at
establishing an
atmosphere of
constructive
cooperation and
searching for
outcomes desirable
to both parties
Both points of view
Goals, Outcomes,
relationships, longer
term issues
Relationship
Oriented
The long term effects
of the conflict and it’s
resolution
CONFLICT STYLE MANAGERS
Win – Lose Managers
Me against you
We’re on opposite sides
Win – Win Managers
We’re in this together
We’re on the same side
I want total victory
Let’s we if we can both be
satisfied
This is how it is
Here’s my point of view,
what’s yours
I want a quick fix
We both need to be
satisfied long term
My goals are most
important
Let’s see if we can meet
your goals too
I’ll attack you personally if
I have to
Lose – Win Managers
You against me
We’re on opposite sides
You are the victor
We’ll do it your way
I want a quick fix
Your goals are most
important
What are our common goals Let’s not argue
This is a fight
Let’s deal with this
objectively
Let’s not fight
I must win this battle
Let’s deal with this
amicably
You win this one
My way or the highway
Let’s solve our problem
Your way is the way we’ll
go
LOSE–LOSE CONFLICT
A lose–lose conflict resolution results in all
parties being unhappy and dissatisfied.
 In a hospitality environment, this is likely to
result in loss of a customer and/or poor working
relationships between colleagues.

WIN–LOSE CONFLICT
In this situation, one party to the conflict wins,
while the other loses.
 In a hospitality environment, this too can lead to
loss of a customer and/or poor working
relationships between colleagues.

WIN–WIN CONFLICT
This outcome satisfies all parties.
 In a hospitality environment, this is the most
desired outcome.
 Customers and colleagues will feel satisfied that
their conflict was managed well and colleagues
are more likely to have better working
relationships.

TO GET TO WIN–WIN

To get to win-win, you must be:





Willing to acknowledge that people have a right to
complain.
Willing to cooperate in the conflict resolution
strategy.
Able to assert what you want.
Able to accept and respect others’ points of view.
Able to identify and practise appropriate conflict
resolution techniques.
WHOSE RESPONSIBILITY IS IT?
Responsibility for resolving a conflict usually
begins with those directly involved.
 However, in some instances conflict resolution
may depend on:

Our position in the workplace
 The people involved
 The nature of the conflict

OUR POSITION IN THE WORKPLACE
Our ability to resolve conflict may be limited by
the scope of our responsibility. For example,
minor conflict situations (a small disagreement
between colleagues), within our responsibility,
can be resolved by us.
 Conflict with far more significant consequences is
more likely to be referred to a supervisor.

THE PEOPLE INVOLVED
If the conflict is between us and a colleague, it is
preferable that we attempt to resolve the conflict
ourselves.
 Conflict between us and a customer and us and
an external party (such as a supplier) should be
resolved by us (and the customer or external
party),if within the scope of our responsibility or
ability.

NATURE OF THE CONFLICT
A conflict may relate to safety or security such as
violence, physical damage or theft.
 In these situations, it is preferable that the
conflict be referred to a supervisor to resolve.

CONFLICT RESOLUTION TECHNIQUES

To resolve conflict situations, there are several
techniques we can use. Not all techniques lead to
win-win.





Compromising.
Accommodating.
Competing.
Avoiding.
Collaborating.
CONFLICT RESOLUTION TECHNIQUES
COMPROMISING
This technique attempts to find a middle ground
between the conflicting parties.
 It requires each party to give up something they
value to resolve the conflict.
 It involves splitting the difference to arrive at a
solution partially acceptable for both parties.
 Compromising is quick but it can leave neither
party not fully satisfied.
 It may also be short term.
 Sometimes it is the best alternative.

ACCOMMODATING
This technique involves playing down the real
issues at hand and plays up the similarities
between the parties in the hope of smoothing
things over.
 When relationships are more important than the
‘issue’ or when your ‘stake’ in the conflict or issue
isn’t high, this is the best option
 Accommodating is cooperative.
 It can be passive/submissive

COMPETING
This technique frequently leads to a clear winner
and a loser.
 It is often used through force, domination or
superior skill.
 It is being uncooperative and aggressive.
 Power is used in this style
 This works when urgency is required in decision
making.
 Remember to be assertive and not aggressive
 ‘Power relationships work only if you never have
to see or work with the bastards again’ Peter Drucker(1999)

AVOIDING
This technique usually results in a lose-lose
situation.
 It means that all parties ignore the conflict issues
in the hope that they will go away. They won’t.
 Avoiding is ‘uncoperative’
 It can be seen as side stepping or postponing for a
latter time.
 Sometimes this style ‘buys time.
 Best used when it is not your place to get
involved.

COLLABORATING
This technique is the most effective and direct
approach for achieving win-win.
 This technique uses problem-solving techniques
to meet the expectations of each party to the
conflict.
 This is a cooperative style.
 It means attempting to work things out – seeking
to make things work
 Can take time.
 Best used when all parties are committed to the
solution and when you need a creative solution.

COMMUNICATION SKILL IN CONFLICT
RESOLUTION

People who demonstrate effective conflict
resolution, also demonstrate effective
communication skill. Specifically, these people:
Have excellent Interpersonal skills;
 Are assertive; and
 Are diplomatic

INTERPERSONAL SKILLS

In conflict situations, people with excellent
interpersonal skills are able to:








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Communicate thoughts and ideas clearly.
Communicate using appropriate words and gestures.
Demonstrate effective listening skills.
Display empathy and sympathy.
Display understanding.
Be assertive.
Demonstrate integrity.
Act appropriately.
Be attuned to other’s needs and wants.
WHAT IS ‘ASSERTIVENESS’?
The ability to confidently express your own
concerns and needs in a direct and honest
manner with regards to the other person’s point
of view.
 Assertive people use phrases such as:

‘I am…’
 ‘I feel…’
 ‘I think…’

WHAT IS ‘AGGRESSIVENESS’?
Forcefully imposing your views and ideas without
regard for the other person.
 Aggressive people put their own wants and needs
before others and frequently fail to respect the
other person’s views, ideas and opinions.
 Aggressive people use phrases such as:




‘You are…’
‘You did/didn’t…’
‘You should/shouldn’t…’
WHAT IS ‘PASSIVENESS’?
The behaviour of the passive person in conflict
situations is submissive and demonstrates a
willingness to allow others to dominate and
impose their viewpoints without consideration for
their own.
 Passive people use phrases such as:

‘You’re right…’
 ‘I’m wrong again…’
 ‘I’ll do what ever you say…’

WHAT IS ‘DIPLOMACY’?
The ability to tactfully and intelligently manage
personal relations.
 The diplomat is able to be sympathetic,
empathetic and tactful.
